Business Operations Analyst I

BigCommerce’s mission is to help merchants sell more at every stage of growth from small startups and mid-market businesses to large enterprises. We focus on being the best ecommerce platform earning numerous awards for our product and workplace culture in order to enable our customers to focus on what matters most to them: growing their businesses. We are seeking a motivated and detail-oriented individual to support the quote-to-cash (QTC) process and ensure compliance with our business model mission and standards.

What You’ll Do:

• Partner with cross-functional teams to ensure compliance with business standards throughout the quote-to-cash (QTC) process

• Provide exceptional service to customers internal and external stakeholders through:

  • Multi-channel support via telephone live-chat and email/web

  • Proactively updating stakeholders on the status of their issues

  • Effectively navigating challenging conversations with professionalism

• Perform tasks within the areas of contracting provisioning / fulfillment revenue recognition billing accounts receivable and collections including but not limited to:

  • Accurately configure accounts with purchased products and services

  • Research and resolve account invoice payment and renewal related activities

  • Process cancellations downgrades upgrades refunds credits etc.

  • Generate contracts ensuring adherence to both Legal and approved deal guidelines

  • Manage enterprise and partner collections based on a collections strategy

  • Devise mutually beneficial payment solutions with customers facing delinquency

  • Partner with Sales and Customer Success in potential upsell/upgrade opportunities

• Collaborate cross-functionally on changes to processes and policies for enhanced efficiency waste reduction effectiveness revenue generation and scalable growth including:

  • Participate in the research design and analysis of processes and documentation

  • Produce clear and concise reports and presentations

  • Conduct training

• Meet metrics for response time speed quality accuracy and adherence

• Document case notes quickly and accurately

• Demonstrate awareness of our international presence to ensure compliance across all geographical locations

• Perform other assigned duties and responsibilities

Who You Are:

• 3+ years of professional experience or a Bachelor’s degree and 1+ years operations or customer support experience

• Strong critical thinking and verbal/written soft skills with experience in deescalating frustrated or difficult customers

• Proven record of using operations expertise to improve quality of service and drive efficiency

• Experience working with a SaaS eCommerce or other subscription-based company preferred

• Familiarity with CRM software including Salesforce and Impartner

• Familiarity with Billing / Collections software including Zuora Ariba and Intacct

• Familiarity with Contracting software including Conga and Ironclad

• Familiarity with end-to-end process design change management and project management

• Willingness to seek help from peers to maximize potential

• Must be flexible to shift work and occasional overtime

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